Integration Support

Self-serve resources

• Consult the Reference Guide and Operational Guides for schemas, enums, rate-limit details, and edge-case playbooks. • Import the latest OpenAPI JSON into Postman or Swagger to view request / response shapes. • Search the doc-site FAQs for common integration questions.

Opening a support ticket

Send an email to [email protected] with the subject line formatted like:

[ENV] [SEVERITY]  <one-line summary>

Example: [Sandbox] [P2] Webhook signature mismatch during HMAC check

Include in the body:

• Merchant ID, Terminal ID, Tracking ID, or Payment ID

• UTC timestamps of the failing calls

• Full request / response snippets (sanitised) or cURL examples

• Expected vs. actual behaviour and business impact

Ticket triage & acknowledgment

Severity	First response	Typical scenario
P1 – Critical	30 min	API unavailable, all payments failing
P2 – High	2 h	Single merchant blocked, webhook backlog
P3 – Normal	1 business day	Non-blocking bug, doc clarification
P4 – Low	2 business days	Cosmetic issue, feature request

Support responds within the target above, confirms severity, and outlines next steps.

Live troubleshooting for P1 / P2

The on-call engineer may request temporary access logs, HAR files, or a brief screen-share to reproduce the issue. Sandbox credentials or test data may also be exchanged to isolate the fault quickly.

Resolution and verification

Bead supplies a fix or workaround and asks you to verify in Sandbox (or Production for urgent cases). The ticket is closed once you confirm resolution. A post-incident summary is delivered for all P1 events within 24 hours of closure.

Feedback

Reply in the ticket thread with any comments on response quality or documentation gaps. Your feedback feeds directly into continuous improvements on the docs site and changelog.